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Christophe CAMPET

Meudon

En résumé

Chef de projet IT, Développement Produit & Solutions Techniques
15 ans d'expérience en projets techniques et innovants, toujours avec l'usage client interne ou final en ligne de mire. Diplômé en MBA International.
Métiers : Téléphonie Mobile, Centre de contacts, Relation Client, Assistance à MOA
Expertises techniques :
• Téléphonie Mobile : Smartphones et tablettes Android
• Relation Client et Centres de Contacts : ACD Avaya, CTI & SVI Genesys, CRM Siebel, Business Objects

Project Manager in IT, Products and Solutions
15 years of experience in Technical and Innovating Projects, always focussed on the result for the customer or end user. International MBA Graduated
Fields : Mobile Phones, Contact Center, Customer Relationship, Project Owner Support
Technical Skills :
• Mobile Phones : Android devices (Phones and Tablets)
• Contact Center & Customer relationship : IVRs, ACD, CTI, CRM, Avaya, Genesys, Siebel

Mes compétences :
Relation Client
chef de projet
Genesys
Avaya
CTI
Manager
Service Client
Android

Entreprises

  • Bouygues Telecom - Product Manager – Android Devices

    Meudon 2012 - 2014 Missions:
    Launch of the first Bouygues Télécom branded smartphones in partnership with Huawei and emergent Asian brands.
    Manufacturer’s key contact for launches of new product and services. Travels in Asia (China / Taiwan) for R & D Audit, factory and range selection.
    -> Results: Launch and success of the 1st branded phones without customer service impact (150k sales and 500k€ net gains in the 2nd semester 2013).
    Launch and updates of smartphones and tablets for Samsung and Huawei. Prototyping of Post Customizing Terminals with HTC.
    Deployment of HD Voice service without impact on customer’s park and devices.

  • Bouygues Telecom - Project Director – Project owner support - Contact Center

    Meudon 2010 - 2012 Missions: Responsible of a 2M € program voice servers (IVR Genesys) redesign in Scrum mode (agile and iterative).
    Implementation of call flow reporting from a BI chain to operational dashboards.
    -> Results:
    - Economy of 40k calls/month to customer service (2M€/year) due to the ergonomic redesign of IVR.
    - Monitoring of earnings and identification of new levers of earnings through detailed IVR data analysis.

  • Bouygues Telecom - Project Manager – Project owner support - Contact Center

    Meudon 2006 - 2010 Missions: Technical, design and functional projects on contact center interfaces (IVR Genesys, ACD Avaya, and CRM Siebel).
    -> Results:
    - New services launched simultaneously on 10 customer services N° with calls distributed on 9 call centers.
    - Projects and migrations delivered with no service nor customer impact.
    - Training and expertise transmission to the operational teams.

  • Bouygues Telecom - Project Manager - IT Department - Contact Center

    Meudon 2001 - 2006 Missions: Functional & GUI Design Projects for Call Center and IVR Management. Agile Cycle Developments on Call Center (Avaya and Genesys). Data flow and monitoring projects with Genesys, Oracle and Business Objects.
    -> Results: Improved quality and performance of call centers thanks to a complete solution (HMI, distribution, reporting). 15 agile projects carried out with 60% time and cost savings. Imagined, designed and delivered solution to improve contact center flows live monitoring based on alert control (CTI Genesys - CCPulse). Operational teams competence and autonomy improved through delivered solutions.

  • Téléperformance France - Administrateur ACD

    Asnières sur Seine 2000 - 2001 - Administration et maintenance sur PABX Lucent Definity G3R locaux et distants
    - Conseil, développement et documentation des opérations
    - Conception et déploiement du centre TP Orléans pour Bytel

  • Téléperformance France - Technicien Conseil de la Hotline

    Asnières sur Seine 1999 - 2000 Assistance technique des clients Wanadoo via téléphone puis Mail

Formations

  • FIA - Fundação Instituto De Administração (São Paulo)

    São Paulo 2015 - 2016 Full Time International MBA

    International Management, Finance, Strategy, Accounting & Entrepreneurship.
    English Course in International environment mixed with other foreign students and local Brazilians.

Réseau

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